Description
**Job Family:** Customer Services
**Req ID:** 495465
**Pioneering in America, from the first mile to the last. This is what drives us.**
For more than 160 years, Siemens has been an integral provider of infrastructure, electrification, and transportation solutions in the United States. Rail systems must do one thing above all: run. With modern maintenance solutions – from diagnostics to data-based action recommendations, from quick delivery of replacement parts to strategically planned modernization – we ensure your systems’ highest reliability and availability: **100% Railability** . We are constantly developing new, intelligent mobility solutions that increase the availability of infrastructure for society, optimize route usage and create a new quality of travel.
Good service means we are there for our partners and customers when they need us – and beyond. That is because we define ourselves by what we do. Every day, every hour, every minute. We help our customers move the world.
_“We’re proud to be Great Place to Work® certified—a reflection of our commitment to creating an environment where innovation thrives and every voice matters. Apply today and be part of shaping the future with us!”_
**Position Overview:**
Siemens Mobility Customer Services is seeking a Group Leader to oversee a high‑performing team of Mechanical Desk Engineers and Technical Support Specialists providing real-time monitoring, diagnostics, and operational support for Siemens locomotive fleets. The team supports Amtrak (CNOC Mechanical Desk) ensuring seamless communication between customer operations, engineering, and field services in a multi-shift, 24/7/365 environment.
**What your day-to-day will look like:**
+ Lead, coach, and develop Desk Engineers and Technical Support Specialists; manage scheduling, shift coverage, and performance in a 24/7/365 operation.
+ Be responsible for fleet monitoring performance and escalation management.
+ Ensure accurate and timely documentation of incidents, maintenance activities, and work orders; uphold quality standards in all shift handovers.
+ Act as operational liaison to Amtrak CNOC, Siemens Engineering, Field Services, and Customer Service leadership; drive cadence for daily fleet reviews and communications.
+ Ensure initiation and coordination of Incident Reports and Root Cause Analyses (RCA); verify corrective actions are implemented and tracked to closure.
+ Deliver customer-facing updates, KPI summaries, and fleet health status aligned to contractual expectations.
+ Maintain team proficiency with Railigent (Fleet Monitoring, Rules Engine, Track Monitoring, Wi‑Tronix); ensure disciplined use of CMMS platforms (Salesforce, CORMAP, Amtrak WMS) and SharePoint-based incident documentation.
**To thrive in this role, you have:**
+ Bachelor’s or Associate’s Technical degree in engineering, electronics, mechatronics or similar technical field or equivalent leadership experience in rail, transportation, utilities, heavy industry, or military.
+ Minimum of 2 years of supervisor experience.
+ Strong communication and decision-making skills under pressure; ability to guide structured troubleshooting and prioritize actions.
+ Proficiency with Microsoft 365 (Excel, Word, PowerPoint, Outlook).
+ Ability to travel 10% domestically.
+ Setting you apart from others would be proven experience leading technical operations or control room/desk teams with multi-shift coverage. Working knowledge of fleet monitoring concepts, maintenance processes, and fault code analysis; familiarity with Railigent, Wi Tronix, and CMMS strongly preferred.
**Why you’ll love working for Siemens!**
+ Freedom and healthy work-life balance– Health, Dental, Vision Insurance, HSA/FSA, Commuter Benefits – starting Day 1.
+ We believe that each member of our team is accountable for making decisions, solving problems, and taking actions that contribute to long-term impact and financial success.
+ We do the right thing. We stand for green innovations and meaningful solutions with impact on customers, ecosystem partners, society, and environment.
+ We are front-runners in digitalization and building platforms. Therefore, we are hiring ambitious forward-thinkers who want to have a real impact.
+ Solve the world’s most significant problems – Be part of exciting and innovative projects.
+ Opportunities to contribute your innovative ideas and get paid for them. Take advantage of our Tuition Reimbursement program, Mentor Programs, and your development through online learning. We operate daily with a growth mindset – that’s why Siemens consistently ranks on the **Fortune World’s Most Admired Companies** list!
+ Employee perks and discounts in addition to our 401k match and generous Paid Time Off.
Applicants must be legally authorized for employment in the United States without needing current or future employer-sponsored work authorization.
**#LI-LS1**
**#LI-Onsite**
$112,200.00 $131,886.00 5%
**Organization:** Mobility
**Job Type:** Full-time
**Category:** Customer Services
